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The Papers
• The HR Summit 2019
• AI in Retail Conference 2019
• Omnichannel Futures Conference 2020
• Future of Customer Engagement 2020

The 2020 Programme

08.30 - 09.05


09.05 - 09.15

Chair's welcome and opening comments

Darren Williams, Retail Customer Expert, ex Hotel Chocolat and T2

09.15 - 09.45

RETAILER KEYNOTE FIRESIDE CHAT: Engagement from workforce to customer - how to build a customer-centric culture in your organisation

Everyone owns the customer experience - marketing owns the channels to market and the ability to keep the tone consistent in those channels. PR owns the media channels and is in charge of keeping the message consistent. Customer care owns the front line with the customer and can keep the experience consistent. In this session, Jo from the ICS will interview a leading retailer on this topic.

  • Hiring the right people into their senior CX director roles - should they be the ones setting the strategy for CX, digital transformation, customer centricity?
  • How to tackle internal barriers that still exist and convince those holding the purse-strings that “return on investment''
  • A highly-engaged workforce = highly-engaged interactions with customers
  • Developing a deep understanding of the entire value proposition it exchanges with your customers

Jo Causon, CEO, Institute of Customer Services
Jo Moran, Head of Customer Services, Marks & Spencer

09.45 – 10.10

RETAIL CASE STUDY: Engaging employees to drive innovation and improvements

The session will explore the important link between consumer engagement and employee engagement and how having a more diverse, talented group of people needs to reflect your customer base.

  • Connecting candidate, employee and customer experience through a strong culture
  • Maintaining engagement in tough circumstances
  • Empowering your staff to give their best
  • Are you maximising the value of your employees?
  • What are the main drivers for developing your employee experience strategy?
  • The processes of the employee journey - from candidate selection to farewell; is your workforce succeeding

Charles Henri Duclos, Digital & Store Concept Coordinator, Decathlon

10.10 - 10.45

EXPERT RETAIL OPINION: Winning on mobile - reach consumers wherever they are

1.Customer experiences - one step, one second
Advancements in mobile and machine learning continue to drive consumer expectations ever higher - brands need to win customers on mobile with faster, more relevant and assistive experiences. Google will take the stage to share key trends shaping the future of mobile experiences and demonstrate how you can use the latest technologies to transform the consumer experience.

Rupert Whitehead, Strategic Partnerships Manager, Google

2. Business messaging - interact with consumers where they are
As consumers, we have switched many of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we're often required to call, download an app, or register on a website. Many interactions between consumers and businesses will likely become asynchronous messaging conversations. Join a Google expert to learn why messaging is the future of customer service, commerce, and marketing.

Tim Atkinson, Business Development Manager - Communications Products & Services EMEA, Google

10.45 - 11.05


11.05 - 11.30

EXPERT OPINION: Aligning with shoppers in a world of constant change

Drawing on exclusive shopper research and interviews with leading global retailers, Bryan will highlight the opportunities to better connect with shoppers through the realignment of retail strategies. How can retailers' best intersect with shopper expectations?

  • Being good by doing good - the reputational and commercial benefits of CSR programmes
  • The wellness opportunity - how to facilitate a healthier shopper base
  • Responsible sourcing - the quest for authenticity, localness and provenance 
  • Creating meaningful loyalty - building an emotional connection with your best customers 

Bryan Roberts, Global Insight Director, TCC Global

11.30 - 12.15

RETAILER PANEL DEBATE: Personalising the customer experience - today's buyers want personalised interaction 

Delivering the right, tailored message, to the right group of people, at the right time.

  • Creating super-audiences via personalisation - better communication with your customers
  • Personalise the shopping experience - more contact with consumers across channels to create a more seamless process
  • How do brands offer personalisation on different channels to engage the customer
  • Delivering fast, easy, personalised and intuitive self-service as customer expectations change
  • Deliver a personalised customer experience in an omnichannel environment
  • What are brands doing to leverage mobile as the most influential - and personal - touchpoint for reaching consumers and satisfying expectations?

Trevor Gordon, Senior Director - Omnichannel Retail, Sodexo

Alexandra Simion, Head of Marketing, Brand Alley
Carol Savage, Customer & Growth Director, Look Fabulous Forever
Alan Holcroft, Sales Director - Northern Europe, Cegid
Aaron Chatterley, Founder & Deputy Chairman,

12.15 - 12.40

RETAIL CASE STUDY: Using social media channels as part of your engagement strategy

  • Using social media channels to communicate your brand values - showcasing products authentically in an age where customers don't want to be “sold at” 
  • Tailoring engagement to a split audience - when your brand needs to appeal to both parents and children
  • Using social media to connect with your audience and inspire loyalty  
  • How to refine your social strategy to help meet customer expectations
  • Understanding the role of influencers in connecting your brand with your target audience - how to manage this innovatively and cost effectively 

Katie Gritt, Social Media, Content & PR Manager, The Entertainer

12.40 - 13.35


13.35 - 14.00

RETAIL EXPERT OPINION: The trouble with insight - using agile customer feedback effectively

When retailers face unprecedented challenges, getting your customer experience right has never been so important - so why are so many customer experience programmes failing? Our speaker explores why brands are still unprepared when it comes to CX and how drive tangible action through customer insight in three simple steps.

Gary Topiol, CEO, Maru Matchbox UK

14.00 - 14.40


1: First rule of loyalty - don't talk about loyalty
There is something fundamentally wrong with almost all retail loyalty schemes; they are often just an additional discount scheme that doesn't drive true loyalty to the brand, only loyalty to discounts. This session looks at what happens when we don't talk about loyalty. 

Lee Woodward, former Global Chief Experience Officer (CXO), Crabtree & Evelyn

2. The loyalty recipe for success
Honest Burgers recipe for loyalty has three essential ingredients - best quality food at a fair price, that's well served.

Meg Ellis, Commercial & Marketing Director, Honest Burgers

14.40 - 15.00


15.00 - 15.40

RETAILER PANEL DEBATE: The value of customer experience - understanding the customer-centric retail universe

Customer experience is now a retailer's top competitive differentiator - delivering seamless, 1:1 and meaningful conversational engagements via digital channels. How can retailers' best align in the digital age for optimum CX and insights?

  • How can insight successfully drive improvements in customer experience?
  • How can retailers improve their digital CX in terms of customer care?
  • Creating happier customers at decreased costs to your brand
  • How is the changing behaviour of our customers forcing organisations to transform their engagement strategies?
  • Using strategic partnerships to engage customers

Jim Warren, Director of Marketing, Bloom & Wild
Kirsten Pottinger, Head of Global Partnerships & Wholesale, Fatface
Laura Harborne, Head of Customer, The Works Stores
Chris Venus, VP Professional Services, Conversocial

15.40 - 16.05

RETAIL CASE STUDY: Spotlight on what retailers can learn from charity retailers to drive engagement

Innovative tech and access to real-time rich data are the key to driving customer engagement across all channels. Charity retailer Barnardo's saw an astonishing increase in sales figures for the four weeks leading up to Christmas 2018. What are they doing that high-street retailers can learn from?

  • Engaging staff and empowering them with data, driving them to deliver higher levels of customer engagement
  • Creating equilibrium between the top-down and store-level up approach
  • Understanding the customer and their needs to keep them coming back
  • Tech innovations providing stock flexibility to drive loyalty, income and engagement

David Longmore, Deputy Director Retail Sales Operations - Retail & Trading, Barnardo's
Ian Tomlinson, CEO and Founder, Cybertill Ltd

16.05 - 16.30

RETAIL CASE STUDY: What happens when customer first design takes a backseat?

When leadership make far reaching decisions, they might have a sense of what happens, how to combat it and most importantly, how to communicate it out to a business that isn't web savvy. In this session, you will gain unique insight into what has been going on behind the scenes of John Lewis's website.

  • What challenges were faced when high level strategic decisions were made about the website?
  • What is customer first design starting to look like?

Steve Kato-Spyrou, UX Manager, John Lewis

16.30 - 16.35

Chair's summary and closing remarks

Venue & Contact

Cavendish Conference Centre, London W1G 9DT

0207 637 5526 or 0207 631 2055

10 June 2020 8.30 - 16.45

For retail speaker opportunities:

Claire Knott

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385

Meet Our 2020 Partners

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The HR Summit 2019
The HR Summit 2019
8 October 2019
Hallam Conference Centre, London W1W 6JJ
Company values, collaboration with employees and driving a major HR transformation to create a truly omnichannel experience, need to be at the heart of the organisation's culture and brand
AI in Retail Conference 2019
AI in Retail Conference 2019
16 October 2019
Cavendish Conference Center, London W1G 9DT
Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Future of Customer Engagement 2020
Future of Customer Engagement 2020
10 June 2020
Cavendish Conference Centre, London W1G 9DT
The 11th Annual Retail Customer Engagement Conference